Abstract: Disclosed are various embodiments for automating IT help desk services by utilizing historical IT help desk data to identify potential solutions for incidents. First, a ticket associated with an incident on a client device can be received. Next, a ticket record can be generated by extracting information from the ticket using natural language processing techniques. Next, using the ticket record as a key, a graph database can be queried for one or more similar ticket records. In response to obtaining similar ticket records from the graph database, the graph database can be further queried for solution records related to the similar ticket records by edges. The solution can comprise a set of machine-readable instructions which can resolve the incident when executed.

Abstract: Disclosed are various embodiments for automating IT help desk services by utilizing historical IT help desk data to identify potential solutions for incidents. First, a ticket associated with an incident on a client device can be received. Next, a ticket record can be generated by extracting information from the ticket using natural language processing techniques. Next, using the ticket record as a key, a graph database can be queried for one or more similar ticket records. In response to obtaining similar ticket records from the graph database, the graph database can be further queried for solution records related to the similar ticket records by edges. The solution can comprise a set of machine-readable instructions which can resolve the incident when executed.